Customer Support Supervisor

About the role

The Customer Support leadership team is comprised of Supervisors from both Tesla Support and Roadside Support. In this role, you will deliver an exceptional and seamless contact experience to customers by developing team members, managing day-to-day operations, and preparing the Customer Support team to meet the evolving needs of Tesla’s growing fleet and owners. We seek leaders with strong technical acumen who actively manage their business while collaborating with interdepartmental and cross-functional stakeholders. You should thrive in change as we transform the customer service experience. Our customers are changing the world, and your responsibility is to exceed their expectations of what customer service should be. You will exude energy and enthusiasm, going above and beyond for both existing and new customers. You will monitor team performance alongside customer service trends to drive improvements and assist in developing standards and processes. Supervisors play a key role in pushing change that advances Tesla’s business and mission.

Responsibilities

• Understand and own every aspect of your team’s performance, including coaching, development, one-on-one meetings, and providing real-time feedback
• Effectively time manage, handle multiple priorities, organize workload, and meet deadlines
• Drive continuous enhancements to facilitate exceptional team output and customer service by partnering with operations teams
• Act as a champion of safety, efficiency, quality, and overall excellence in all actions and decisions
• Regularly give and receive feedback to peers, direct reports, and managers while leading with positivity and accountability
• Build and foster an environment of inclusivity, collaboration, and diversity of thought
• Work cross-functionally to recommend and drive necessary process and system improvements for your dedicated region
• Demonstrate fluency in all market requirements and processes related to customer service and Roadside operations

Requirements

• 3+ years of leadership experience in a call center or customer service industry
• Exceptional written and oral communication skills
• Ability to coach and cultivate a successful team without focusing solely on metrics
• Flexible schedule and availability to assist the team 24/7
• Knowledge of existing systems and processes for the department in which you are applying
• Ability to thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail
• Willingness to work evening hours, weekends, and holidays
• Strong problem-solving skills, ability to prioritize multiple projects, and adherence to business-critical deadlines

Benefits

As a full-time Tesla employee, you are eligible for the following benefits starting on day 1 of hire:

• Medical plans with $0 payroll deduction options
• Family-building, fertility, adoption, and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans with $0 paycheck contribution options
• Company-paid Health Savings Account (HSA) contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company-paid Basic Life, AD&D, short-term, and long-term disability insurance (90-day waiting period)
• Employee Assistance Program
• Sick and vacation time (flex time for salaried positions, accrued hours for hourly positions), and paid holidays
• Back-up childcare and parenting support resources
• Voluntary benefits, including critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight loss and tobacco cessation programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program